Loft Casino - Los retiros de jugadores se han retrasado.

Hello, I requested a withdrawal on February 9, 2024, for 180 Euros which was accepted but not credited to my account. Further withdrawals of 175 Euros, 100 Euros, and most recently, 300 Euros on February 16, 2024, were accepted for withdrawal but were not transferred. For over two weeks now, I have been corresponding with the casino via chat. They claim that the finance department is working on it, which I can hardly believe anymore. The verification process is taking too long and there should have been a refund by now. The total amount at stake is 755 Euros from four withdrawals. I hope you can help me.

Hallo ich habe am 9.2.24 eine Auszahlung veranlasst über 180 Euro es wurde akzeptiert meinem Konto aber nicht gutgeschrieben weitere Auszahlungen von 175 Euro 100 Euro und das letzte mal 300 Euro am 16.2.24 wurden zur Auszahlung akzeptiert sber nicht überwiesen seid mehr als 2 Wochen schreibe ich mit dem casino im Chat es wird behauptet die finanzabteilung ist dran was ich langsam nicht mehr nachvollziehen kann es scheint zu lange in der Prüfung zu sein es müsste längst eine rückbuchung erfolgt sein es geht um insgesamt 755 Euro in 4 Auszahlungen ich hoffe sie können mir helfen

Dear maevusd,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

The money was booked into my player account today for 455 euros

There are still 300 euros missing

Das Geld wurde heute auf mein spielerkonto gebucht 455 Euro

Es fehlen noch 300 Euro

My KFC is completely finished

All documents are available

Mein KFC ist vollständig abgeschlossen

Alle Dokumente liegen vor

The case can be closed thank you gpr your help money is complete

Der Fall kann geschlossen werden vielen Dank gpr Ihre Hilfe geld ist komplett

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, maevusd, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru